Housing CX Lead — Strategy, Data & Coaching

Adecco; Birmingham; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Inclusive culture

Career development opportunities

Competitive compensation package

Job summary

Adecco is seeking a Customer Experience Manager in Birmingham to lead and shape customer interactions across all touchpoints, ensuring high-quality service delivery. This permanent, full-time role focuses on developing strategies, coaching the team, and collaborating with other departments to align CX initiatives with business goals.

The ideal candidate will bring proven CX or service management experience in housing, strong analytical and leadership skills, and a customer-centric mindset to

Qualifications

• Proven experience in a customer experience or service management role, preferably within the housing sector.
• Strong analytical skills, with the ability to interpret customer data and feedback to inform strategic decisions.
• Exceptional leadership and communication skills, with a passion for coaching and developing teams.
• A customer-centric mindset with a track record of implementing successful customer experience strategies.
• Ability to thrive in a fast-paced environment and manage multiple priorities.

Responsibilities

• Developing and implementing strategies to improve customer interactions and satisfaction across all touchpoints.
• Analysing customer feedback and data to identify trends and areas for improvement.
• Leading a team of customer service representatives, providing training and support to ensure high-quality service delivery.
• Collaborating with various departments to align customer experience initiatives with business goals.
• Establishing performance metrics and reporting on customer experience KPIs to drive continuous improvement.

Skills

Customer experience

Leadership

Analytical thinking

Communication

Job description

Adecco is seeking a Customer Experience Manager in Birmingham to lead and shape customer interactions across all touchpoints, ensuring high-quality service delivery. This permanent, full-time role focuses on developing strategies, coaching the team, and collaborating with other departments to align CX initiatives with business goals.

The ideal candidate will bring proven CX or service management experience in housing, strong analytical and leadership skills, and a customer-centric mindset to